AURS241769A
Sell product(s)

This unit of competency covers the competence required to make best use of time available, use specific sales techniques, and follow procedures for product delivery and customer follow-up.

Application

This unit of competence applies to the following and should be contextualised to the qualification it is being applied:

retail, service and repair.


Elements and Performance Criteria

ELEMENT

PERFORMANCE CRITERIA

1. Present and demonstrate product to customer

1.1. Product is presented to customer to maximise its features and market appeal in relation to customer perceived needs

1.2. Product features, fittings, controls and accessories are shown and talked through with customer and operated where necessary

1.3. Customer is offered a test operation

2. Obtain customer agreement to purchase product

2.1. Price for product is negotiated and agreed

2.2. Sale is made using closing technique according to automotive industry/enterprise policies and procedures

2.3. Sale is made in accordance with legal requirements

3. Perform product delivery and customer follow-up procedures

3.1. Product is delivered to customer in accordance with manufacturer/component supplier specification and industry/enterprise policies and procedures

3.2. Customer satisfaction is determined, remedial action is taken where necessary to maximise repeat business possibilities

4. Use prospecting methods to locate potential market

4.1. Potential customers are identified by follow-up of enterprise records of existing/past customers, service area customers, industry contacts and advertising strategies

4.2. Plans are developed to contact potential customers

Required Skills

Required skills

collect, organise and understand information related to collect and interpret technical information

communicate ideas and information to convey information to the customer

plan and organise activities for sales demonstration

work with others and in a team by consulting with experienced staff

use mathematical ideas and techniques to include customer limitations of price and time in recommendations

establish diagnostic processes which have legal requirements included in recommendations

use workplace technology related to record sales

Required knowledge

selling procedures

communication skills (oral and written)

communication techniques

product information

company policies and procedures

stock presentation techniques

industry legal requirements

finance, leasing and insurance contracts/policies

Evidence Required

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

It is essential that competence in this unit signifies ability to transfer competence to changing circumstances and to respond to unusual circumstances in the critical aspects of:

selling products to satisfy customer needs

use of sales techniques

communicating effectively with others involved in or affected by the work.

Context of, and specific resources for assessment

Underpinning knowledge and skills may be assessed on or off the job

The following are required:

a workplace or simulated workplace

sales manuals, time management guides, enterprise/ industry guidelines and office equipment (e.g. computer, typewriter, telephone and fax)

sales videos, sales brochures

enterprise-based sales recording systems

various products retailed via automotive industry

a qualified workplace assessor.

Method of assessment

Assessment of practical skills must take place only after a period of supervised practice and repetitive experience. If workplace conditions are not available assessment in simulated workplace conditions is acceptable

Prescribed outcome must be able to be achieved without direct supervision

Practical assessments:

sell product(s) to satisfy customer needs in accordance with enterprise policies and procedures

use specific sales techniques

convey information both orally and in writing

access, interpret and apply sales information

apply time management techniques

Competence in this unit may be assessed in conjunction with other functional units which together form part of the holistic work role.

Guidance information for assessment


Range Statement

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Methods

Methods include:

demonstration to customer using sales techniques applied to product sold for or through automotive industry

verbal, written, practical

customers may be face to face or by telephone/ electronic media

Occupational health and safety (OHS) requirements

OHS requirements may include:

state/territory/industry OHS requirements

Work is carried out in accordance with award provisions

Resources

Resources may include:

sales manuals, time management guides, enterprise/industry guidelines, office equipment (e.g. computer, typewriter, telephone and fax)

sales videos, sales brochures

enterprise-based sales recording systems

various products retailed via automotive industry

Information/documents

Sources of information/documents may include:

enterprise operating procedures

product manufacturer/component supplier specifications

customer requirements

industry/workplace codes of practice


Sectors

Unit sector

Sales


Employability Skills

This unit contains employability skills.


Licensing Information

Not Applicable